GOLDEN GATE GROUP ★ 2.8

• ​Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance. ​
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties. ​
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.​
• Provides input for Front Office meetings​
• Supervises and directs Reception and Reservations personnel. ​
• Supports and assists Front Office personnel and all departments at peak periods​
• ​​Oversee night audit function and preparation of daily financial reports.​
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.​
• Works with Superior and Director of Finance in the preparation and management of the Department’s budget​
• Checks billing instructions and monitors guest credit​
• Ensures front line staff complies with FIT marketing techniques and maximize sales​
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition. ​
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction. ​
• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations​
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel​
• Responds to guest needs and resolves related problems ​
• Ensures VIPs and priority club guests receive special attention ​
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.​
• Promotes inter-hotel sales and in-house facilities​
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.​
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel. ​
• Analyses and approves discounts and rebates.​
• Analyses the rate variance report to ensure rooms revenue control ​
• Takes action with the Property Management Systems (PMS) in emergency situation​
• Fully conversant with all hotel emergency procedures. ​
• Perform other duties as assigned.​
• This is most vital Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to FO Manager/Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations etc. May oversee subordinate supervisors. ​

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At IHG, we provide you competitive benefits and comply to all current laws

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG hotels.​

Each IHG hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.​

True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests ​

True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay​

True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs​

True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner​

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.​

• Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration.​
• 2 years of Front Office/Guest Service experience including supervisory/executive level experience. ​
• Must speak fluent English. ​
• Other languages preferred.​

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